topic Re: Parsing of logs on Smart-1 cloud management in Firewall and Security Management

Parsing of logs on Smart-1 cloud management

the_rock — Wed, 03 Mar 2021 18:16:07 GMT

Hey guys,

Anyone experienced this issue before? Randomly on smart-1 cloud mgmt server, we have an issue where logs are either delayed or we test something and we dont see logs until 3-4 hours or day later, which is unacceptable. I checked fw.log size and it never grows, which tells me firewalls are not logging locally, so its really strange behavior.

Not sure if this is a known problem or not, but its very frustrating, specially if there is urgent network issue to troubleshoot.

Thanks in advance!

Andy

Re: Parsing of logs on Smart-1 cloud management

PhoneBoy — Fri, 05 Mar 2021 19:58:23 GMT

As far as I know, this should not happen and should be logged as a TAC case.

Re: Parsing of logs on Smart-1 cloud management

the_rock — Fri, 05 Mar 2021 21:13:59 GMT

I have case with esc. team about it, but does not seem like there is lots they can do, since cloud smart-1 knowledge at TAC seems to be, lets just say, not that great : (

Andy

Re: Parsing of logs on Smart-1 cloud management

PhoneBoy — Sat, 06 Mar 2021 01:26:36 GMT

The person you're dealing with in TAC may not be able to look at the relevant Smart-1 Cloud instance directly, which is likely necessary in this case.
They should be able to escalate to someone who can, though.

Re: Parsing of logs on Smart-1 cloud management

the_rock — Sat, 06 Mar 2021 01:31:57 GMT

The engineer Im dealing with is from escalation and he is trained in cloud stuff, but Im not really getting whole lot of help on it, as issue is intermittent, so does not seem they treat it as that important.

Re: Parsing of logs on Smart-1 cloud management

PhoneBoy — Sat, 06 Mar 2021 01:32:59 GMT

Send me the SR privately.

Re: Parsing of logs on Smart-1 cloud management

the_rock — Sat, 06 Mar 2021 01:40:56 GMT

sent

Re: Parsing of logs on Smart-1 cloud management

SharonElmashaly — Sun, 07 Mar 2021 10:30:49 GMT

Thank you Andy, we are looking into it with R&D

Re: Parsing of logs on Smart-1 cloud management

the_rock — Sun, 07 Mar 2021 13:01:25 GMT

Thank you Sharon. Just to share this info, not sure its overly helpful, but we did not notice issue in about a month and then it happened, though no changes were done at all as far as logging.

Andy